Sorel

These new boots rip whenever you walk in them. Apparently you are using inferior plastic products for some reason instead of what you used to.

Hello Sorel Customer Support:

This has not been a happy experience for me.

(1) I order a pair of boots, size 12, and received a pair of boots size 7.5.
(2) I called customer service about a return, got the mailing label, and sent 2 pairs of boots back — my own and a pair my wife ordered.
(3) At the same time, I re-ordered a pair of boots in the proper size — size 12.
(4) As of today, I have the following charges against my American Express credit card:
2 December 2024 for $241.50
10 December 2024 for $147.50
(5) As of today, I have not been refunded any of these charges.
(6) As of today, I have not received any boots.

In other words, yu have charged me $389.00 for boots that either did not fit or did not arrive.

And, to add insult to injury, you want to charge me $6.00 for shipping the boots you sent me in error.

Please refund all charges and cancel my order. I am sorry I started up with you in the first place.

I look forward to your response.

Three long telephone calls and still no action.

On Dec 28,2024, at 2:59 PM, Customer Support Sorel <*******@help.sorel.com> wrote:

Hello Robert Ross,

Thank you for reaching out to Sorel! Your case is now closed.

We'd love to hear what you think of our customer service. Please take a moment to complete our brief survey by clicking the link below.

Survey URL

Thank you,

Robert N. Ross
20 Ryder Beach Road
Truro, MA *******

I wish I checked out the reviews before ordering from Sorel... The sneakers arrived quickly and were lovely but sadly they were too small so I had to return them. 6 weeks later they still haven't refunded me. The replies to my emails were laughable ("we forwarded your case to a relevant department"). I've finally requested a charge back trough Revolut and got a provisional refund. Still waiting to see what happens at the end of this saga.
How can they even continue with this scam in this day and age.
AVOID.

Paid $200 for winter boots. Only wore them a few times and they are literally falling apart, the rubber lower section is disintegrating, while the leather uppers look brand new, because they almost are. This company used to sell quality boots, now it's just imported garbage. I will never buy another Sorel product.

"I had a terrible experience with Sorel. Despite their claims that my package was delivered, my Ring camera showed no evidence of it. When I contacted Sorel, they told me they could not do anything due to company policy and that an internal investigation was needed. I have been a loyal customer for years, but Sorel seems to have no regard for their customers' concerns. It has been two weeks and multiple phone calls, and they still refuse to offer a replacement or refund. This is unacceptable. If you value good customer service, I would recommend staying away from Sorel. They have failed to deliver on their promises and have left me without a resolution."

Brand new boots never worn sat in closet for 3 years. When I brought them out to use- the upper rubber completely fell apart. Sorel (Columbia Sportsware Co) would not honor the defect because it was over a year old since purchased.

Company is refusing to reimburse me for unworn boots that are defective. One shoe is tighter around the toe area than the other. I've returned them at my own cost and they have never been worn. I'll continue to share my poor experience because these boots are expensive and their customer service is poor. Buyers beware.

I have purchased my last pair of Sorel boots. They have fallen apart just like all the other negative feedbacks have said. Shame on you Sorel. Maybe you should bring the manufacturing back to the USA.
We know how to make better rubber here. That way you could offer a warrantee that lasts more than a year. You sold out to the Chinese way. Good styling, but garbage quality.

Great shoes, but your Logistics department is a mess and the only thing that is worse is your customer service department. Besides, not delivering the goods that were paid for, It took 4 weeks for the customer service to respond that they do not have a solution to the matter.

Don't buy their shoes or boots. They are expensive and I expected comfort. All I got was pain. I thought they were leather boots but unfortunately they are made out of a cheap, man-made (in China) material. I wore them once and will never wear them again.

When dealing with a return. Did not get refund during time web page indicated. Called, and after 15 minute hold, got a voice mail message. Called back and on hold for 30+ minutes. When spoke with customer service, told refund would take up to 14 business days (not 7-10 as indicated on web). Then just made excuses and apologies - no help. Asked for supervisor. On hold another 20 minutes. He finally addressed. But took over an hour to get anything done. Also tried chat on web page. Same thing. At first there were 17 ahead of me, then took over 30 minutes to get "automated system". Finally was able to get live person after another 15-20 minute hold. She was no help, just excuses. I did buy a pair of Sorel boots through Amazon at a better price, and free returns if they did not fit.

Ordered boots that were defective online. Sent them back at my own expense to be assessed. Heard nothing for 6 weeks. Get an email saying I have a $100 credit. The boots were disposed of. They cost $197 +tax and shipping and ARRIVED DEFECTIVE. Whole thing was horrendous. They were a special Christmas gift from my mom that took her hours to choose. Will never buy sorel.

Shoes were aesthetic, chic, and comfortable. After less than two months after purchase, water penetrated my "waterproof" shoes from the toes area. I returned the shoes to Sorel to get a replacement and they were received 8 business days ago. I haven't heard back from Sorel about when I can expect to get functioning boots back. I paid good money for a quality brand, but now I don't have waterproof shoes in rainy Vancouver until further notice. I am disappointed. Also, I can no longer review the product on Sorel's website since it's been more than 2 months from purchase, which is ridiculous.

Apparently it's Policy not to edit orders even if they're made in error, or with wrong information on them, regardless of whether they've been shipped or not. I ordered purple toddler boots, every part of the process showed purple boots in the correct size. When I received the confirmation email, It showed blue boots. I called immediately and they're only resolution is to place a return label in with the blue boots, instead of just sending the correct boots. Winter will be over before their resolution process would be complete, and they refuse to cancel the order as well.
Absolutely do not recommend supporting this company. The most absurd policies I've ever heard.

I accidentally chose wrong size so I called immediately to change my order. This company sucks beyond measure. They keep you on hold on the phone for 2 hours and 46 minutes in a cue with a message saying you're moving forward only to hang up on you after you leave a message. The chat feature online never puts you through to anyone. I will be sending back my order and never buy from them again.

I recently bought Sorel sneakers in my normal size and they were perfect. Then I bought a pair of waterproof high top sneakers, again in my normal size. Both pairs were listed by Sorel as True to Size. The high tops are too small. Since I bought them on sale I wanted to exchange them for a half size up. The company does not do exchanges and if I return them they will reduce my refund almost $10 for shipping. I spoke with a customer service rep who said the sale is over and now I'll have to pay full price on top of getting charged for return shipping. So you can't go by their sizing guide and you can't exchange them if they don't fit - so why would anyone risk doing business with this company. I know I won't be back ever again.

When I tell you this company is TRASH! Do yourself a huge favor and never place an order with them as you won't receive your package! Then they'll lie and say the package was delivered. I've been battling with this company for a month now and still no resolution. When I called them initially, the dummy kept asking if I was sure the package wasn't in my mailbox. First off, how can a pair of thick a** boots fit in a mailbox?! After that, they began an "investigation" and said "oh our records show that it was delivered" but we can accommodate you with a refund AFTER you place another order. At this point it's clear to me they think I'm a complete idiot. Who in their right mind would make another purchase after not receiving the first package?! Here's a screenshot of some of the messages from our chat. Again! Don't even think about ordering anything from them!